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  3. What is important when...? Offering an apology - Finding out the fault - Showing a positive attitude - -

What is important when...? Offering an apology - Finding out the fault - Showing a positive attitude - -

admin2020-06-11  31
问题 What is important when...?
Offering an apology
- Finding out the fault
- Showing a positive attitude
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选项
答案To begin with, the priority of offering an apology is to find out the source of complaint. After a comprehensive investigation, you will know what incurs the complaint. And then making a decision on whether an apology is essential or not. Besides, your attitude determines your sincerity when offering an apology. The attitude we usually mention, including your way of speaking, facial expression, etc. , has an enormous effect on the customer’s injured heart. And wiping off the scar may retrieve the company’s image. Lastly, the relevant beneficial policies should not be ignored. Just saying sorry without any real reactions cannot prove your sincerity, just like the old proverb goes, " Actions speak louder than words." Therefore, you should take some real measures and make customers feel satisfied.
解析     本题需要发言的主题是“致歉”。根据已有的要点1“Finding out the fault找出错误所在”，可以联想到其原因是为了维护公司形象(maintain the company image)。根据已有的要点2“Showing apositive attitude显示出积极的态度”，可以联想到其作用是维持客户对品牌的忠诚度(keep the brandloyalty)。另外我们还可以补充一些回答的要点，例如，Solving the problems解决问题，这有助于表现出诚意(show your sincerity)；再如，Giving beneficial policies给予优惠政策，可以想到其目的是要安抚目标客户(console the target clients)。
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本试题收录于： BEC中级口语题库BEC商务英语分类
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